AccountId: 011433970860
ContactId: 23c7a04f-202e-4908-8d78-a53263e806bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1219969 ms
Total Talk Time (AGENT): 383749 ms
Total Talk Time (CUSTOMER): 407432 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/23c7a04f-202e-4908-8d78-a53263e806bc_20250402T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources. I have a customer on the phone. She's, um, she's with, uh, she's with, with Vic. I don't know if you're familiar with them, but she's got some policies and it looks like she's leaving her temp agency, and she's wanting to know if she can keep any of her policies if they're portable. Can you help her with that?
[AGENT][NEUTRAL] Uh, sure, I can. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] Here's one of them. Let's see, hold on, let me make sure that's right, um, 259-810-9.
[CUSTOMER][NEUTRAL] Her name is [PII]. I'm not sure how you pronounce her name at Halo.
[CUSTOMER][NEUTRAL] She didn't really say it. She spelled it out for me, so I'm not sure how to say it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, no problem. Um.
[AGENT][NEUTRAL] Oh, it's a lot of them.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, she has several.
[AGENT][NEUTRAL] OK. Um, you can go ahead and handle her, send her over. I'll handle her. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, OK. Her callback, her callback number is [PII] I mean sorry, let me start over [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ready?
[CUSTOMER][NEUTRAL] OK. I'm gonna pull her on just a second.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][POSITIVE] Alright, I tell you I have, I have [PII] on the phone and she's gonna help you, OK?
[CUSTOMER][POSITIVE] OK. OK. OK. OK. Thank you. You have a good day.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Yeah, good afternoon.
[AGENT][NEUTRAL] All right, I am just um checking on the policies to see if they are portable or not. It will take me about a minute to look through all of them. Are, is there any specific policy that you would like to port that you like me to look at, or do you want me to just look at all of them?
[CUSTOMER][NEUTRAL] No, I wanna keep them, all of them, you know.
[AGENT][POSITIVE] Mhm, I love them.
[CUSTOMER][NEUTRAL] Like uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. OK. All right. It will take me a little bit of a minute to look through all of them. Oh sorry, you can go ahead.
[CUSTOMER][NEUTRAL] Only that uh
[CUSTOMER][NEUTRAL] OK, yeah. All of them I wanna keep it, but the problem, how can I, uh, keep this policy, then how can I pay it? Because I'm working with another staffing.
[CUSTOMER][NEGATIVE] So how can I move this uh communication because more or less they say they closes me they told me between the insurance, uh, me, I have to call you, not them, they don't, they don't want, uh, that's between me and the insurance. Please, uh, if you help me, how can I do?
[AGENT][NEUTRAL] Mhm. All right, um, I will go, uh, go ahead and look through all of your policies and see which ones are portable, meaning that you can keep, and if you want to keep them, then you would have to pay them by yourself. Um, you will have to provide us a bank draft um or send us a check with payment for your policies in case they are portable, um, but unfortunately, um, we are not able to.
[AGENT][NEUTRAL] Uh, for your policy from one to another, that will be something that your staffing should be, um, excuse me, in charge of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, uh, what I mean now, what is, how can I do now? They give me another solution.
[AGENT][NEUTRAL] All right. um, let me first check on these and all of them. Um, I will go ahead and place you on a brief hold while I look at which ones are portable or not, and then I will come back. Is that OK?
[CUSTOMER][POSITIVE] OK. OK. Thank you, sir.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for calling and being patient, Miss [PII]. All right, um, I was able to find about the portability information for your policies. I do say that they can be continued through COBRA.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that can be, um, you can file a form within our website, and that will be the only way that you can continue the policy with us.
[CUSTOMER][NEUTRAL] OK. What is the website?
[AGENT][NEUTRAL] Um, that will
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that
[CUSTOMER][NEUTRAL] What [PII]?
[AGENT][NEUTRAL] That allow me just a second, that will be AM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh hello? Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, wait, please.
[CUSTOMER][NEUTRAL] OK, yeah, hold on, OK, I have, I have sort here. OK, I have.
[CUSTOMER][NEUTRAL] Oh, I'm sorry because I'm break from. OK, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] OK, OK, a.m. OK.
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] Hello? Can you repeat for me because I don't hear you.
[AGENT][NEUTRAL] Yes, AM.
[CUSTOMER][NEUTRAL] AM
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A tablet.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK, in a [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And there will be a section called claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In that section claims and forms. There will be a, if you scroll down through the website, it will say continuation of health coverage COA form.
[CUSTOMER][NEUTRAL] OK. Cobra, Cobra, Obra, no Cobra.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] COBRA form.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will download that form?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will fill it in with um all your with all your information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you will have to do this uh for the policies that you would like us to um to keep.
[CUSTOMER][NEUTRAL] OK, OK, so you told me [PII]. Uh, this is the website. And then if I have to go there, uh, to be download Cobra form, no? Is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, done. And then when I, um, with this form I have to make application like uh pull up the paper with my staffing or I give them my stuff in this paper.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Then I send you. That's you say?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Yes, the only ones that you will be able to keep with COR will be your hospital indemnity and your dental.
[CUSTOMER][NEUTRAL] OK, what I, what I have to keep in this hospital?
[AGENT][NEUTRAL] Hospital indemnity.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I can give you the policy number so you can write it down.
[CUSTOMER][NEUTRAL] OK. So, like, uh, OK, this one, if I, if I go in the hospital, is covering, coverage, cover to me like uh doctor checkup.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK. OK. OK.
[AGENT][NEUTRAL] Um, that, that one and the uh dental policy, those will be the only ones that you will be able to keep with COR.
[CUSTOMER][NEUTRAL] OK, can.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's not good for me that too. So, OK, give me the policy number. That's helping, helping me for me, you know, like, because I have a doctor appointment. They're asking me insurance paper. I tell them they close it. That's hard you know OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you give me the policy number, please?
[AGENT][NEUTRAL] Yes, um, for the hospital indemnity policy that will be 2.
[AGENT][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] 259.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 81
[CUSTOMER][NEUTRAL] 259
[AGENT][NEUTRAL] Mhm. 81.
[CUSTOMER][NEUTRAL] 81 mhm mhm.
[AGENT][NEUTRAL] 09.
[CUSTOMER][NEUTRAL] 09. OK.
[AGENT][NEUTRAL] And for your dent
[CUSTOMER][NEUTRAL] 259.
[CUSTOMER][NEUTRAL] OK, go ahead. 259-810-9, is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, that is correct. For the dental policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 259.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 81.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] OK, 13. OK, dental, that's good. OK, but I have the last question, please.
[CUSTOMER][NEUTRAL] Uh, what is the address, uh, this, uh, insurance? Because last time hospital day I have a visiting they say you have insurance, they're asking me, I don't have, uh, I can't tell them what is the detail of the name of this insurance name.
[AGENT][NEUTRAL] Um, for the company, it will be um um American Public Life.
[CUSTOMER][NEUTRAL] O L P A.
[AGENT][NEUTRAL] Mhm. APL.
[CUSTOMER][NEUTRAL] APL public life, OK.
[CUSTOMER][NEUTRAL] Right, OK. That's the address you have on a Google or you have a specific address for this? Because me, I don't receive in the paper.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, for, for what?
[CUSTOMER][NEUTRAL] Because they're asking me.
[AGENT][NEUTRAL] Oh, the address?
[CUSTOMER][NEUTRAL] Do you have an address where is that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can provide it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that will be.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII] yeah.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. [PII]. OK. The phone number, this one, the phone number I'm, this is the phone number they have?
[AGENT][NEUTRAL] Um, for customer service, it will be.
[AGENT][NEUTRAL] Um, [PII] sorry, um, that will be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK. The, OK, [PII] again.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Sorry, no, [PII].
[CUSTOMER][POSITIVE] Oh, OK, OK, OK, thank you so much. That's helpful for me. OK, so I try to make this paper download and then I'm asking if they can help me with my work, you know, and then, uh, if I have something, I'll call you tomorrow, OK? You help me a lot. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm, yes, I can actually also provide a line um that is linked with your um.
[AGENT][NEUTRAL] You your staffing, um, and they can also help you out with that COA enrollment as well. They can I believe that they can send it um directly uh to us.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] I can, I can get you, give you that number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That will be one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] What is the number? That's for, for.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Emma phone, that will be um the email number that is related to your staffing group.
[CUSTOMER][NEUTRAL] Oh, that's my starting group.
[AGENT][POSITIVE] Yes, that will be the email and they can assist you with that [PII]. If you can't um you see difficulties filling out the cobra, um, they will go ahead and send that form directly to us.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK. So, OK, if I have a life problem to come, uh, download and make application, so, uh, they can send you the. OK, you can call this phone number.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, you can call.
[AGENT][NEUTRAL] Mhm. Call directly to that one. Yes.
[CUSTOMER][NEUTRAL] OK, but that you know this is, uh, they can send you, mm the mind, the new stuff or the older stuff, the new stuff?
[CUSTOMER][NEUTRAL] The last question. Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The the new staffing send you the corpora uh application paper.
[AGENT][NEUTRAL] Uh, no, I would believe if you are working for a new staffing that will be a different provider. It would not be with us, probably. It probably is a different one.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can ask your um staffing um and see if they have someone else working that for you. If it is a different one, they should have a different phone number.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, with this phone number. OK, thank you so much. OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, OK, bye bye. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Have a good day. Thank you so much for helping me bye.
[AGENT][POSITIVE] Thank you. You too. You have a nice day.
[CUSTOMER][POSITIVE] God bless you. OK. Have a nice day.